Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My contract was up with Alder Holding in October of 2024. When they were told I was not going to renew my contract they sold the remaining two months of my contract to ADT. When my contract was up, I received a letter from ADT saying my contract was complete.
  Then in May of 2025 My account was once again charged $64.19 by Alder Holding. When I called them to find out what was going on, why were they charging my account months after my account had been completed, and they sold my account to ADT, they kept asking me when was my account canceled. They needed a cancelation date. I called ADT, they confirmed that my contact was complete and that they would email a letter over to Alder Holding.
  
  Again, Alder Holding has done nothing to return me my money. Why do they get to sell my accounmt to another business, and then months later get to charge my account money that I do not owe them. Isnt that considered stealing??? If I did that to them, I would be arrested.
  
  There has to be some recourse for people like me that they have experienced this with this company. I am sure I am not the only one. Please, please, can you help me. I would like my money back, and they should not be allowed to continue to remain in business to cotinue to steal from people.
  
  I wait to hear from you,
  Sincerely,
  Lucinda Palmer

• Initial Complaint

  Date:03/26/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company in January to request that my account be canceled and all future billing stopped. Despite receiving verbal and/or written confirmation that my request would be honored, the charges continued. I was either assured that the cancellation would be processed or was met with vague reassurances and no concrete action. To date, these attempts have been ignored or dismissed, and I continue to be charged.
  
  This ongoing billing is both unauthorized and unacceptable. I am seeking the following resolution:
  1. Immediate cessation of all services and associated charges.
  2. A full refund for any charges incurred after my initial cancellation request in January.
  3. A written confirmation that my account has been permanently closed.

• Initial Complaint

  Date:05/30/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/4/2021, I signed a contract for security alarm services to be provided by Alder Holdings. I paid $149.00 activation fee and agreed to pay $39 per month for said services. The salesman stated it was a do it yourself installation system but if I had difficulty, he would send someone out to install for an additional fee of $80.00.
  
  After the system arrived, I attempted to install it myself but could not get it to work. I am currently disabled from a brain trauma injury. I explained my situation to the salesman and he stated he would send someone out to install it for the $80 fee. I agreed and asked for a person to come and install the system. Weeks went by and no one ever came. I telephoned the salesman and he assured me he would send them out. I soon forgot about the matter but have been dutifully paying the $39 monthly charge since 10/4/2021 for no service. Recently, my financial advisor caught the recurring charge. I explained what had occurred. He claimed it was breach of contract for services never provided. I contacted the company on 3/21/24 and 3/22/24 in an attempt to cancel the account. They refused and stated I had a 5 year contract. I reminded them that I have been paying for no service for over 2 1/2 years. They did not care and refused further assistance. I changed my credit card so they could no longer charge it but they continue sending nasty notes of a past due amount. Currently I am behind 2 months. I would appreciate any assistance to resolve this issue. I am a disabled senior citizen and cannot continue to pay for a service they have failed to provide.

• Initial Complaint

  Date:02/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the self-install security and monitoring from Alder in 2022. Originally, the cameras were wireless and constantly not working. In late 2023, an Alder salesperson contacted me about replacing my wireless cameras with wired ones. This seemed like a solution to the constantly nonworking cameras. When I asked about the cost, he stated the same that I was currently paying, $49.99 monthly. However, he didn't explain this was in addition to the current $49.99 that I was paying. I called to inquire about the double billing and learned it was two separate agreements. And I learned in order to cancel the monitoring service, I must pay 90% of the 5-year agreement. The original agreement is 17 pages and it was emailed to me for a signature while I was on the phone with the sales rep. It was impossible to read the fine print while on the phone, and it was apparent the sales rep did not want us to disconnect, so I could print and thoroughly read the agreement. Their sales tactics are deceiving and not customer-friendly. It is deception and greed. Thank you

• Initial Complaint

  Date:02/17/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2022 I called Alder about my security system not working and I wanted to cancel the service. At that time I was not under contract and they agreed to upgrade my older system and install it at no charge to me if I entered into a new 5 year contract. I agreed because when it worked, it worked well. They sent a technician out and he agreed that my system was very old and needed to be upgraded. He ran the internet spend tests and determined that my internet was not strong enough to run the new system. He told me to contact my internet service provider and reschedule. I did, but the issue was the internet service provider. It has taken a year, but I was finally able to get a different carrier in my area. I called on February 15, 2023 to reschedule and they told me that i needed to speak with technical support to troubleshoot my system. I explained that there was no need to troubleshoot because the system had not worked properly in over 2 years. The representative refused to schedule a technician and accused me of being rude. I terminated the call and called back on February 17, 2023 only to run into the same issue. I made it very clear that I wanted to cancel the service and they stated that I had entered into a new contract. I explained that was impossible because I never received the new goods and or services. They stated I could not terminate the contract that I entered into in March of 2022 unless I 1. transferred the service to someone else or 2. buyout the contract. I explained that neither option was fair and did not make sense. I explained that I had been paying even when I was not under contract because I believed that they would make things right. I was wrong. I paid them $49.99 a month for over 2 years for nothing. Now they are threatening to sue me for breach of contract. Please advise.

• Initial Complaint

  Date:12/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Alder first of June about my security panel which is saying it has security failure. They set me up an appointment for June 28th with a man to give me everything new if I elected for another 5 years contract and I gladly did. I like the system they installed initially 4 years before. The end of June came and nobody showed. No calls, nothing. Several calls to them and still nothing. My system is set up on 3G and now everything is set up on 5G. My wife had a monitor for falling and we don’t if she is covered. The phone number on the main monitor says to call them at ###-###-#### and it don’t get through to them. The monitor goes off loud saying security failure and it does that usually several times a day. All I ask is they honor their warranty or let me go to another company where I know I am covered. The monitor on back says it needs to be checked by a maintenance person every 3 years. It is over 4 years now and we haven’t seen any one. Again let me say I like the system they have but they don’t have anyone in Virginia to work on it. They say they will have to bring somebody out of state to repair it and couldn’t give me a time when they could please help!!